Description:
The Retail Customer Care Specialist exemplifies superior customer service to support the Retail Sales organization Team through a variety of operational tasks. This position is based out of the Toronto Studio.
Hours: Tuesday - Saturday (9:00am - 6:00pm)
RESPONSIBILITIES:
- Manage multi-faceted customer care inquiries in a professional, timely and courteous manner with accuracy of information, appropriate grammar, spelling and empathy.
- Ability to assess customer support needs through written correspondence or by phone, solve the issue at hand and communicate resolution in a complete and thorough manner.
- Flexibility to regularly rotate through different operational specialties and skill sets.
- Become subject matter expert in product knowledge and DWR policies and procedures ensuring the ability to react to and solve customer service requests as efficiently as possible.
- Partner daily with local Studio team to ensure a coordinated, seamless customer journey.
- Develop strong professional cross-departmental partnerships and acquire thorough working knowledge of each department’s daily functions.
- Provide the following daily Customer Care support functions to the sales team including but not limited to:
- Manage and respond to inquiries for Tax Exemption, Trade discount qualification, ensuring required documentation is submitted.
- Review and solve sales order payment issues
- Manage and process return and exchange requests through Operations, ensuring adequate documentation is present, and customer need is resolved in a timely manner.
- Provide estimated ship dates for incoming purchase orders and vendor dropship orders.
- Manage customer delivery inquiries as they arise
- Maintain product knowledge to respond to product inquiries and requests for information and/or parts.
- Use operational systems available to provide answers to the sales team
REQUIREMENTS:
- Outstanding communication skills, both verbal and written; conveys information in a clear and concise manner; asks appropriate incisive questions
- Detail oriented and works with a high degree of accuracy
- Handles confidential financial and personal information appropriately
- Ability to tactfully handle stressful and difficult situations
- Possess strong problem-solving skills, multi-tasking skills, strong follow through
- Ability to quickly build and maintain rapport internally and externally
- Able to work evenings and weekends as needed
- 3-5 years experience in customer service role; Operations and management experience a plus.
- Innovative; constantly seeking ways to improve processes
- Experience with using Salesforce.com preferred
- Ability to navigate multiple competing priorities
- Ability to learn quickly when facing new challenges; highly adaptable
- Team player. Cooperative, easily gains trust and support of peers; encourages collaboration
- Self-starter and ability to work independently possessing strength in troubleshooting and thinking outside the box
- College degree preferred